Job Title: 1st Line Support Engineer Location: Derby Reports to: Engineering Manager Are you looking to kick-start or advance your career in IT support? Join a leading technology business recognized for its rapid growth and dynamic services. Our client, a top player in the UK’s cloud and managed services industry, is seeking a 1st Line Support Engineer to support their infrastructure and Cisco portfolio. Key Responsibilities: Serve as the primary point of contact for assigned customers, managing service-related issues and ensuring effective communication. Build strong customer relationships to maintain an exceptional Service Desk experience, striving for a Customer Satisfaction rate of >95%. Provide Tier 1 technical support for a range of technologies including Security, LAN, WAN, WLAN, VMware, and storage. Monitor, maintain, and troubleshoot infrastructure systems and networks. Utilize tools like Wireshark and Vendor Analytics to isolate and resolve software and hardware issues. Work closely with the Service Desk Manager and team to support major incidents and escalate issues as needed. Collaborate with external suppliers and third-party vendors to resolve issues efficiently. Essential Technical Skills: Experience with Cisco Unified Communications and Collaboration Familiarity with Extreme Networks (LAN, WLAN, NAC) Hands-on experience with Fortinet Products (Firewalls, Switches, Wireless) Desired Personal Attributes: Customer-Focused: Committed to delivering top-tier service and exceeding customer expectations. Team-Oriented: Collaborates with colleagues, customers, partners, and suppliers to achieve common goals. Proactive Problem-Solver: Takes responsibility for tasks and strives to resolve challenges independently. Growth-Minded: Seeks continuous improvement both personally and professionally. Key Competencies: Communication: Clear, concise, and effective communication, both written and verbal. Interpersonal Skills: Ability to collaborate, influence, and provide constructive feedback in a team setting. Self-Motivation & Initiative: Demonstrates confidence and commitment, with a professional and disciplined approach. Resource Management: Efficiently plans resources and anticipates challenges to ensure smooth operations. Business Awareness: Understands the company’s objectives, keeps up with technological trends, and is mindful of competitors. Why Apply: Join a fast-growing, award-winning technology business with a strong focus on professional development. Work with cutting-edge technologies in a supportive and collaborative environment. Be part of an organization that values innovation, customer service, and continuous improvement. If you are ready to take your career to the next level with an exciting and growing company, apply today